• Effectively led the team's efforts securing department resources including Project Kickoff, development of reports, monitoring, and reporting of expenditures, to ensure our expenditures remain within budget• Successfully collaborated on the review of project results, relevant documents, and reports, to identify problems, recommend and track progress on corrective actions• Delegated tasks to employees daily to achieve scheduled and emergency-response goals as established by the Project Director• Provided leadership and facilitated collaboration with individuals and teams to resolve problems, improve efficiency to deliver the best customer satisfaction• Owned and maintained project document repository, track and setup deliverable process, project sign off documents, Standard Operating Procedure (SOP)• Report statuses, progress, risks, and deviations to the steering committee, executive leadership (where needed) and key stakeholders• Synchronized stream level Agile plans and program level Waterfall plans• Created Agile documentation: Burndown charts, Kanban boards, release and sprint plans using JIRA• Led Scrum ceremonies – daily stand-up, backlog grooming, sprint planning, sprint review and retrospectives• Drafted project plans, budgets, WBS, facilitated working sessions with the project teams and vendors• Managed all project resources for establishing an effective communication plan with the project team, the customer and other stakeholders and managed Project financials• Led weekly meetings to develop team strategies and define project goals• Prepared and tracked various sub-plans of the project plan such as Project Charter, Project Schedule, Communication plan, Release plan, Issue log, Risk Management Plan, Change Management plan, Change Orders and Resource management

• Pro-actively monitor IT service operation procedures and IT related projects to ensure business is satisfied with the IT services and operations• Service definition and design to enhance IT services so to better address business needs and improve end user experience• Identify and coordinate service improvements and develop processes to achieve cost effectiveness and business value.• Report delivery status to customers and develop required delivery documentations.• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.• Coordinate resolution of any reliability issues, monitoring of service metrics, managing budgets and helping lead the professionals responsible for getting services delivered to clients.• Actively participate in major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review.

Leading global teams that delivered service transitions, onboarding, training and operational control development Led large IT modernization initiatives like data center migration, cloud migration , cost optimizationExecuted an analysis of existing systems, its effectiveness in the environment and the cost impact of pursuing alternatives for an improved statePlan ,direct and control day-to-day operations for all ITIL based process areas for Projects Lead project meetings, design reviews and communicate service updates and recommendations to both internal /external customers to ensure the level of compliance and performance during escalationsLead, develop ,execute and improved Change Management activities/process and plan to successfully deliver the required project transformational change objectivesManaging a team of 30 + in a large implementation effort encompassing a multi-layer process, infrastructure and IT Service Management solutionApplied security and assurance policies to the projects managing the delivery of knowledge management solutionsPerform business and project duties including Project Co-ordination, task assignment, solution determination, solution and risk assessment ensuring solutions are in line with business needs Monitor and report project financials for the whole portfolio and updated top managementEstablish/ define key performance indicators(KPI) and SLAs for continually improving IT operations Ensure continuous business operations through periodical risk assessment and mitigation , contingency planning and implementation .Provide management support for 24 x 7 shopManaged IT Vendor Management across the projects/project works and assist in ensuring accuracy of service maintenance contacts billingIdentified gaps and potential areas of Continual Process Improvement/ Continual Service Improvement (CSI) and suggest based on requirementsResource Management for the team including planning, budgeting and performance management

Applied and maintained a structured change and Release management approach and methodology to develop and implement actionable and targeted change management plans – including communication plan, coaching plan, training plan and resistance management plan.Develop and execute Change Management Strategies and plan to successfully deliver the required project transformational change objectives.Chaired Change Advisory Board(CAB) meetings.Forward plan the release windows and cycles across a portfolio of application/environmentManaged Risks and resolve issues that affect release scope ,schedule during release cycleConducted release readiness reviews meeting .

As Incident & Problem Manager I'm accountable for the highest level of incident control, coordination and communication occurs for all incidents across the organization and complete process governance.Work in concert with the Manager, Incident Response to manage critical incidents and problems with a meticulous approach to drive towards the quickest path for resolution.Established strong command and control over incidents/problems, establishing clear accountability and methodical evaluation of complex scenarios. Have driven cross functional teams towards root cause analysis of major incidents and problems and conducted proactive trend and risk analysis to identify and execute mitigation and preventative measures.Engaged with a team of Incident/Problem and Change analysts, providing hands on management of complex issues, problems, changes and requests and lead continues service improvement initiates for all Operational procedures, processes and tools.

Lead members of the Service Desk to provide consistent, quality support to our clients. Identify opportunities for improvement; make recommendations and assist in implementing suggested resolution. Assist in setting goals and participate in the continual process improvement and training of Service Desk staff. Act in a supervisory role to provide leadership and direction to members of the IT Service Desk. Master all shifts roles and responsibilities, business applications and industry standards.

Lead the Application support teamAim is to reduce restoration time and escalation to Situation Management for P2 Significant, P2 and P3 incidentsCommunication via various means including SMS and reporting for all the incidents handled to respective stakeholdersEngage the teams for quick service restoration, coordinate and control the restoration of complex and high impact system problems that occur within the production environmentParticipating in SOD and EOD Calls with Client and Management for regular updatesPrioritize major incidents and assign tasks to Service Support and Delivery resources as required

Lead the Application support team from USA and had to transition the below activities to the Client for the in-house supportHigh-level ownership of the technical service restoration plan across all Vendors delivered IT services within the account.Aim is to reduce restoration time and escalation to Situation Management for P2 Significant, P2 and P3 Coordination of technical restoration actions and plans via email, messaging, updating all priority incidents in ITSM Tool, Technical and Functional Escalation where necessary incidentsParticipating in SOD and EOD Calls with Client and Management for regular updatesPrioritize major incidents and assign tasks to Service Support and Delivery resources as requiredAct as the central communication point for major incidents as required

High-level ownership of the technical service restoration plan across all Vendors delivered IT services within the account.Coordination of technical restoration actions and plans via email, messaging, updating all priority incidents in ITSM Tool, Technical and Functional Escalation where necessaryAct as the central communication point for major incidents as requiredUnderstand and clearly communicate the business impact of major incidents from affected users and prioritise major incidents based on business impact for quick resolution.

Handling complex service desk issues and served as a Services Desk agent for a retailer in USAMaintain the IT support desk ticket management

Handling support escalations and budding the team members

Anti virus customer support and Technical support Agent.